Multiple complaints have emerged accusing Telkom Kenya of ripping their customers off through their Postpaid service. Here is a mail sent by one of our readers narrating the ordeal the service provider took him through.
Hi, I am sharing this just to caution any unsuspecting Kenyan from subscribing to the Telkom Kenya postpaid service. I subscribed to this service on the 6th of July 2018 and deposited Ksh. 4,998. I was awarded 24GB data and 800 offnet minutes with unlimited inner usage.
On the 31st of July, I requested the service provider to furnish me with a monthly bill, which he did and I made a payment of Ksh. 2,020 on the 2nd of August 2018. On checking my minutes on the 8th of August 2018, I realized I had only 59 minutes left so I called the service provider to enquire about minutes renewal. This is where I was hit hard.
Telkom Kenya claimed that they had renewed my minutes on the 21st of July as per their policy. My question was why I wasn’t notified of the renewal through a text message, a question I am yet to get a response to. Secondly, I wrote a mail to Telkom Kenya on the 8th of August which they ignored until I visited their Westlands branch at the Sarit Centre today. On the 8th of August I demanded to be given a statement on my usage and I’m yet to receive a response up until now.
So now I am on postpaid; I paid my bill on the 2nd of August, I have no minutes and I have to find money pay for Telkom prepaid services as I wait for the 21st of August when my minutes will be renewed. My question is, how do you pay for a service and later on be asked to buy the same service as you wait for renewal of your subscription which you have paid before the due date?
Telkom Kenya claims that I have exhausted 1,600 minutes in less than a month and yet they have failed to provide me with proof for the same despite my numerous requests for them to do so.
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